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MSC L 1 Engineer

Closing date
1 Oct 2021

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Technology & New Media
Contract Type
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MSC L 1 EngineerSalary: 21K-25k + 1k-2.5k bonusThis is a full-time position, Mon-Fri, 9am-5:30pm.Based 2 days from our offices in Hersham, Surrey and the other 3 days optional remote working.About MoblicitiMobliciti delivers end-to-end Mobile IT solutions, empowering innovation, increasing user productivity and controlling costs, without exposing corporate data to increasingly frequent cyber-attacks.
At Mobliciti we look for those who will push the boundaries and continually seek to improve. We have an exceptional team who work tirelessly to design, deliver and support Enterprise-Grade Mobile & Cloud IT solutions that exceed our customers' expectations.We are proud that our combined efforts at Mobliciti won us the LexisNexis Legal Supplier InnovationAward 2019 and the inaugural Managed Services Provider of the Year Award at the Mobile IndustryAwards 2018 and for the second year running the Best Managed Service Provider at the Mobile Industry Awards 2019.The roleWe require a Tier 1 professional with good ITIL awareness, customer service knowledge and sometechnical experience to join our support team within the Mobliciti MSC.Please note, this is a Business Hours role working 37.5 Hours per week 9-5:30pm Monday to Friday.
This role will be a point of contact for a large percentage of Mobliciti's customers and your main job will be troubleshooting and assisting customers with any issues raised against products we support. You will also ensure that the various tickets in ServiceNow are monitored and updated, regardless of team (internal and 3rd party) to ensure that all tickets are progressed to satisfactory resolution within the relevant SLA.ITIL knowledge and experience of working within the framework and some technical IT knowledge is a plus. The role will not be highly technical to begin with but there is very large scope for growth over time.Team Purpose:The Managed Services Centre is at the forefront of all services offered by Mobliciti and is the single pointof contact for all Mobliciti customers.Its responsibilities include, but are not limited to:Helpdesk, Service Desk, Server Support, Infrastructure Support, Network Support, Product Support.It is a team of highly skilled Analysts and Support Engineers tasked with identifying and escalatingincidents or requests within the Mobliciti estate.Responsibilities
  • Provide L1 Support across a wide range of I.T. disciplines
  • Follow Incident and Problem management principles
  • Provide world class customer service and call handling
  • Training and mentoring of team members in Service Desk roles
  • Own incidents and problems throughout their lifecycle in line with the ITIL model
  • Regularly update customers on their own open tickets
  • Adhere to best practice and Mobliciti procedures when logging and managing tickets throughout the lifecycle
  • Obtain and maintain certifications as outlined by your line manager

Skills & Experience
  • 2:1 and above in a STEM degree or 2 years+ in a Managed Services role
  • Proven to be a high achiever
  • Ability to work to strict timelines and providing a quick turn around when required
  • Technical, analytical, interpersonal and organisational skills
  • Board awareness of IT Infrastructure
  • Have an ability to work in a team and independently
  • ITIL awareness
  • Strong attention to detail
  • Fluent written and verbal communication skills
  • Have an enthusiasm and willingness to learn and a positive "can do" approach
  • Self-motivated
  • Enjoy working from the office and customer sites
  • Like working in a friendly fast paced environment
  • Love to learn and work with exciting new technologies
Additional staff benefits
  • Private Health Care
  • Life Insurance
  • Salary Sacrifice Pension Scheme
  • Annual Leave Incentives
  • On-Site Café and Canteen at our Head office in Hersham
  • On-Site Subsidised Gym at our Head office in Hersham
  • Corporate Events
  • Employee of The Quarter
  • Half Day on Birthdays

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